You are previewing Delivering Knock Your Socks Off Service, 5th Edition.
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Delivering Knock Your Socks Off Service, 5th Edition

Book Description

Who would’ve thought that a practical, fun, easy-to-read customer service book would capture the hearts of hundreds of thousands of readers? Now, celebrating its 20th anniversary, Delivering Knock Your Socks Off Service has been completely revised and is better than ever! Still the go-to guide on providing the kind of outstanding service that keeps customers coming back, the fifth edition combines powerful tools and techniques with real-world examples and all-new chapters on using social media for communication and service recovery, owning service encounters, responding positively to negative feedback, and more. The book provides readers with proven tips and strategies for: • Exceeding customer needs and expectations • Determining the right times to bend or break the rules • Becoming fantastic fixers and powerful problem-solvers • Using the RATER factors to wow your customers • Understanding cultural and generational differences • Becoming a listening post • Coping effectively with “customers from hell” With people surrounded by more choices and information than ever before, true customer loyalty has become increasingly difficult to attain. Combining timeless wisdom and up-to-the-minute methods, Delivering Knock Your Socks Off Service is the book no customer service professional can afford to be without.

Table of Contents

  1. Cover Page
  2. Title Page
  3. Copyright Page
  4. Contents
  5. Foreword
  6. Our Thanks
  7. Preface
  8. Part One: The Fundamental Principles of Knock Your Socks Off Service
    1. 1 The Only Unbreakable Rule: To the Customer You Are the Company
    2. 2 Know What Knock Your Socks Off Service Is
    3. 3 Knock Your Socks Off Service Is: Reliable
    4. 4 Knock Your Socks Off Service Is: (Re)-Assuring
    5. 5 Knock Your Socks Off Service Is: Tangibles
    6. 6 Knock Your Socks Off Service Is: Empathetic
    7. 7 Knock Your Socks Off Service Is: Responsive
    8. 8 The Customer Is Always… The Customer
  9. Part Two: The How To’s of Knock Your Socks Off Service
    1. 9 Honesty Is the Only Policy
    2. 10 All Rules Were Meant to Be Broken (Including This One)
    3. 11 Creating Trust in an Insecure, Suspicious World
    4. 12 Taking Ownership of Your Service Encounters
    5. 13 Become a Listening Post
    6. 14 Asking Intelligent Questions
    7. 15 Winning Words and Soothing Phrases
    8. 16 Facts for Face-to-Face
    9. 17 Tips for Telephone Talk
    10. 18 It’s a Small World: Culturally Sensitive Service
    11. 19 The Generational Divide: Serving Age-Diverse Customers
  10. Part Three: Communicating Knock Your Socks Off Service
    1. 20 Co-Workers as Partners: Communicating Across Functions
    2. 21 Exceptional Service Is in the Details
    3. 22 Good Selling Is Good Service—Good Service Is Good Selling
    4. 23 Communicating with Customers in the Digital Age
    5. 24 Putting Your Best E-Mail Foot Forward
    6. 25 Responding Positively to Negative Feedback
    7. 26 Never Underestimate the Value of a Sincere Thank-You
  11. Part Four: The Problem-Solving Side of Knock Your Socks Off Service
    1. 27 Be a Fantastic Fixer
    2. 28 The Axioms of Service Recovery
    3. 29 Use the Well-Placed “I’m Sorry”
    4. 30 Fix the Person
    5. 31 Fair-Fix the Problem
    6. 32 Service Recovery in the Digital Age
    7. 33 Recovery: Social Media Style
    8. 34 Customers from Hell® Are Customers, Too
    9. 35 The Customers from Hell® Hall of Shame
  12. Part Five: Knock Your Socks Off Service Fitness: Taking Care of You
    1. 36 Master the Art of Calm
    2. 37 Keep It Professional
    3. 38 The Competence Principle: Always Be Learning
    4. 39 Party Hearty
  13. Activities Connections
  14. “The Knock Your Socks Off” Library
  15. Index
  16. About Performance Research
  17. About the Editors
  18. Footnotes
    1. Chapter 19
      1. *
    2. Chapter 28
      1. *